WFM Scheduler: Frontline Capacity & Scheduling Analyst

TELUS Digital; Cape Town; On-site; ZAR 420,000 - 540,000; Full time

Job summary

TELUS Digital in Cape Town is seeking a Scheduler Analyst to create and manage schedules for frontline teams, ensuring optimal resource allocation to meet service level goals and client requirements.

You will analyze volume patterns, forecast staffing for 4–8 weeks, and implement schedules based on client needs and forecasting assumptions.

The role emphasizes adapting to changing schedules, tracking trends, and working within TELUS values of customer focus, change, and teamwork.

Qualifications

• 2 years of experience in workforce management.

Responsibilities

• Create and manage schedules for frontline team members for assigned accounts.
• Analyze volume arrival and patterns; address discrepancies with client arrival patterns.
• Provide staffing outlook for next 4–8 weeks based on call arrival trends.
• Execute capacity plan by creating realistic schedules based on team size.
• Create activity-based schedules and weekly working patterns per client requirements.
• Monitor trends and attrition; flag changes impacting resource allocation.
• Manage schedule changes due to requests, conflicts, or unforeseen circumstances.

Skills

Forecasting

Workforce management

Scheduling

Capacity planning

Job description

TELUS Digital in Cape Town is seeking a Scheduler Analyst to create and manage schedules for frontline teams, ensuring optimal resource allocation to meet service level goals and client requirements.

You will analyze volume patterns, forecast staffing for 4–8 weeks, and implement schedules based on client needs and forecasting assumptions.

The role emphasizes adapting to changing schedules, tracking trends, and working within TELUS values of customer focus, change, and teamwork.